Mirella Dugan
San Francisco Bay Area
Summary
Seeking a position where I can apply my experience to make a positive impact. I particularly enjoy working in customer facing roles and applying both my interpersonal skills and background experience.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Branch Services Associate/ Trade and Processing Specialist
UBS Financial Services
01.2011 - 12.2018
- Company Overview: The Walnut Creek office was the primary processing center for 48 regional offices located throughout the continental United States and the primary escalation point for customer issues from our regional offices
- I was promoted to a position in our Walnut Creek office
- I was the primary point of contact for internal and external escalations of customer issues
- This required skills working across different levels of the organization to resolve issues quickly as our primary client demographic was high net worth individuals
- The job required a great level of detail and managing a lot of interaction with a team located globally even though our clients were primarily based in the United States
- A lot of transactions involved financial interactions on behalf of clients and this required a meticulous level of detail to ensure work was well documented and completed with instructions provided by clients
- I traveled to branches to train new employees or who needed coverage while on vacation/maternity leave
- Processed trades, corrections and allocations
- The Walnut Creek office was the primary processing center for 48 regional offices located throughout the continental United States and the primary escalation point for customer issues from our regional offices
Cashier/Operational Support
UBS
01.2008 - 12.2011
- This part of cashiering pertained to deposits of clients checks and stock certificates
- Applied product and procedural knowledge to identify, mitigate and solve customer problems effectively
- Worked closely with Operations manager to adhere to all policies and procedures, demonstrating sound judgment within established limits
- I also generated reports for all trades and allocations, entered trade orders and provided Financial Advisors with copies of trades
- Took over the role of ordering all office supplies such as Financial Advisors business cards, letterhead paper and envelopes
- Also took over kitchen supplies and orders to maintain and coordinate with the administrative assistant to make sure we were fully stocked and organized
Sales Assistant
UBS
01.2005 - 12.2008
- Performed administrative and project related duties for three financial advisers which included mailing out client statements, check and wire request, answering phones, greeting and directing visitors as well as assisting supporting staff
- I performed weekly reports for clients as well as plan and organize seminars and client meetings
- Responsible for prioritizing task and meeting deadlines
- Ability to work independently and manage multiple concurrent projects and set priorities
Cashier/Operational Support
UBS
01.2003 - 12.2005
- Managed all outgoing wire transfers which included calling clients banks to verify and validate all clients information prior to sending funds out
- Processed support staff client request to mail out and issue client checks which included verifying all third party request
- My other responsibilities were to verify deposits and payment on behalf of clients (i.e
- Home loans) in addition to allocating stock certificates to client and third party via DTC transfer and physical form
- Responsible for risk calls pertaining to clients checking assuring that clients were advised and funds were transferred into client account to cover shortage
New Accounts/Operational Support
UBS/PaineWebber
01.2000 - 12.2003
- This was a very busy transaction based role which involved setting up new customer account, managed and documenting customer communications such as copying all incoming faxes, filed and provided support staff with all clients documentation
- Communicating via phone, email, and internal client management systems
- Participating in weekly meeting to improve internal management workflow
- Provide reports to management to track key internal metrics via internal CRM
Office Receptionist/Accounts payable/Assistant
UBS/PaineWebber
01.1998 - 12.2000
- While still working as a receptionist part-time I took on a role assisting the branch managers Administrative Assistant
- I scheduled and organized branch meeting and luncheons, helped coordinate outside events
- I processed invoices and bills for the office and handled all discrepancies
- I performed administrative and clerical duties such as mailing, photocopying/scanning and taking calls and messages
Office Receptionist/Switchboard Operator
UBS/PaineWebber
01.1997 - 12.2000
- I was the office receptionist for the main regional office in San Francisco
- At the time the office employed a staff of 120 employees
- I managed the main switchboard which had a 10 line capacity which averaged over close to 500 calls/day (roughly a call every 2 minutes)
- I was also responsible for coordinating all inbound/outbound packages and mail
- A lot of our shipments involved time sensitive documents which went out via express delivery
- I assisted sales assistant with projects and daily tasked when needed
Education
Completed Coursework - General Studies
Laney College
Oakland, CACompleted Coursework - General Studies
Alameda College
Alameda, CASkills
- Team Leadership
- Staff Development
- Document Scanning
- Written and Verbal Communication
- Customer Service
- Team Liaison
- Clerical Support
- Self-Motivated
- Data Entry
Certification
- CPR/AED Certification
- [State] Driver's License
Languages
Spanish
Native or Bilingual
Timeline
Branch Services Associate/ Trade and Processing Specialist
UBS Financial Services
01.2011 - 12.2018
Cashier/Operational Support
UBS
01.2008 - 12.2011
Sales Assistant
UBS
01.2005 - 12.2008
Cashier/Operational Support
UBS
01.2003 - 12.2005
New Accounts/Operational Support
UBS/PaineWebber
01.2000 - 12.2003
Office Receptionist/Accounts payable/Assistant
UBS/PaineWebber
01.1998 - 12.2000
Office Receptionist/Switchboard Operator
UBS/PaineWebber
01.1997 - 12.2000
Completed Coursework - General Studies
Alameda College
Completed Coursework - General Studies
Laney College
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